Customer Service Team Leader

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

**What you'll do**:
- Support, coach and manage the L1 Agent to ensure that both operational targets and service levels are achieved.
- Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicator (log-on time, average handle time,quality & CSAT scores etc).
- Support Operations in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level etc).
- Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
- Support the management team in the creation of management reports to agreed time scales.
- Disseminate information received from contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
- Attend to any high-level user / customer complaints received from internal/external stakeholders.
- Identify areas for service improvement and make recommendations to the management team.
- Intraday real time monitoring of service levels for all queues.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
- Communicate and call out changes to incoming contact patterns and make necessary recommendations.
- Update and send reports related to the performance including but not limited to shrinkage, volume vs order and AHT
- Review and process Queue Change requests in real-time
- Monitor, manage, and control the schedule production for Operations including meal breaks, and management of short breaks.
- Identifies and actively drives team changes, staffing and training needed to support capacity needs.
- Provides input into resource planning discussions

**What we seek**:
- Required languages - English, Bahasa Malaysia (both verbal and written)
- Proficient in spreadsheet tools (Microsoft Excel, Google Sheets)
- Willingness to work shifts (weekends, early mornings, late nights, and occasional holidays)

**What you'll need**:
- Bachelor's degree or college experience preferred
- Minimum 1 year of relevant professional experience as a Team Leader
- Experience in service, customer support, food & beverage, retail or other high volume e-commerce platforms
- Lalamove respects your privacy and is committed to protecting your personal data.

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